Refund policy

1. Scope

This policy applies to purchases from BIONIC at bionicparis.com. It separates change-of-mind returns from claims about faulty, damaged, incorrect or undelivered goods. Nothing in this policy limits rights that cannot lawfully be excluded in the customer's country. Consumer rights take priority over any voluntary return offer.

2. EU right of withdrawal

If you are a consumer and the EU right of withdrawal applies to your order, you may withdraw from an eligible online purchase without giving a reason at any time before delivery and within 14 days after you, or a person you designate other than the carrier, receive the goods. If goods in one order arrive separately, the period runs from receipt of the last item; if an item arrives in several lots, it runs from receipt of the last lot. If the final day falls on a non-working day, the deadline extends as required by applicable law.

To withdraw, send an unambiguous statement identifying your order to hello@bioniclabs.org, by post to BIONIC, 8 Bis Rue Abel, 75012 Paris, France, or through our online EU withdrawal form at https://bionicparis.com/pages/eu-withdrawal-form. You may use the model form at the end of this policy, but you do not have to. You meet the deadline by sending your notice before it expires. A return request or contact with us helps us provide the correct return instructions, but our approval is not required for a valid statutory withdrawal. Where you submit your withdrawal online, we will promptly acknowledge it on a durable medium such as email.

Send the goods back without undue delay and no later than 14 days after notifying us of withdrawal. We will provide the appropriate return address and instructions promptly. You meet the return deadline by sending the goods before it expires. Please protect and package the goods for return; a tracked service is recommended. Original packaging is helpful but is not a condition of this legal right.

You pay only the direct cost of returning goods if we informed you of that responsibility before purchase, unless we agreed to pay it. For goods that cannot normally be returned by post, the return cost or a reasonable estimate must be provided before purchase. If we did not provide the required cost information, the cost is ours to the extent required by law.

We will reimburse the amount paid for the withdrawn goods. If you withdraw from the whole order, we will also reimburse the cost of the least expensive standard outbound delivery option we offered. For a partial withdrawal, outbound delivery charges are reimbursed to the extent required by applicable law. We need not reimburse the extra cost of a delivery upgrade you chose. Reimbursement will be made without undue delay and no later than 14 days after we receive your withdrawal notice, using the original payment method unless you expressly agree to another method without cost to you. We may withhold reimbursement until we receive the goods or you provide evidence of having sent them back, whichever happens first.

There is no restocking or administrative fee for an EU statutory withdrawal. We may make a proportionate deduction only for diminished value caused by handling beyond what was necessary to establish the goods' nature, characteristics and functioning, and only where law permits. Opening packaging or inspecting a product does not by itself remove the right. Sale and discounted goods are not excluded merely because their price was reduced.

3. Exceptions to statutory withdrawal

The withdrawal right does not apply where a specific legal exception applies, including goods made to the consumer's individual specifications or clearly personalised. A product's “made to order” label or selection from standard options does not alone establish this exception. We will identify any claimed exception clearly before purchase and apply it only when the actual order qualifies under applicable law. Other legal exceptions apply only where relevant to the particular goods and properly disclosed.

The Monitor Stand and Editor Desk are described on our site as made to order. For EU consumers, the statutory withdrawal right remains available if a particular order does not meet the legal exception. Regardless of whether withdrawal is excluded, statutory rights concerning defective, damaged, incorrect or undelivered goods remain available.

4. United Kingdom and other mandatory local cancellation rights

Consumers in the United Kingdom and any other location with mandatory distance-selling cancellation rights receive those rights under applicable local law. Where the UK right applies, eligible goods may generally be cancelled within 14 days after receipt, with a further 14 days to return them and a refund rather than compulsory store credit. Any exception for custom or personalised goods is applied under the relevant local law. The voluntary international terms below do not replace these rights.

5. Voluntary change-of-mind returns outside mandatory cancellation regimes

For eligible standard goods delivered outside the EU, EEA and UK, you may request a voluntary return within 14 days after delivery. Products clearly marked final sale before purchase, including clearance items, are not eligible for this change-of-mind offer. This offer also applies elsewhere only to the extent that it does not reduce mandatory local rights. Contact hello@bioniclabs.org with your order number before sending an item so we can give you the correct return destination and customs instructions. Send it within 14 days after we issue those instructions.

To qualify under this voluntary offer, the product must be unused, complete, in original condition and in its original packaging, with all accessories and supplied parts. We may decline a voluntary return that does not meet these conditions. The customer arranges and pays return shipping, insurance if desired, and any return customs charges. Original outbound shipping and customs charges are not credited under this voluntary offer unless applicable law requires otherwise.

After we receive and inspect an eligible voluntary return, we issue store credit equal to the product price paid, less a 20% restocking fee. Store credit does not expire and can be used toward future purchases from BIONIC. It is not redeemable for cash except where law requires. This 20% fee and store-credit remedy do not apply to statutory cancellation, non-delivery or valid defect claims.

6. Made-to-order goods, pre-orders and order cancellation

Outside any mandatory cancellation right, the Monitor Stand, Editor Desk and any other product clearly identified as made to order or personalised before purchase are final sale for change of mind. Such orders cannot be cancelled after acceptance merely because production or delivery has not yet occurred. This does not affect rights arising from failure to deliver, a material delay, a defect, an incorrect item or other applicable law.

A pre-order that is not made to order may be cancelled before dispatch for a refund to the original payment method. After dispatch, the return rules applicable to the destination and product apply. If a promised shipping deadline cannot be met, any cancellation and refund rights under applicable law still apply.

7. Faulty, damaged or incorrect goods

Contact hello@bioniclabs.org with your order number and a description of the issue. Please provide photographs where reasonably possible, particularly for visible transport damage. Prompt notice helps us investigate, but a request to report damage promptly does not shorten a statutory guarantee period. We may reasonably inspect or request evidence to determine the cause of a reported issue. Damage caused by misuse, accidental damage after delivery, ordinary wear or a condition specifically disclosed before sale is not treated as a defect unless applicable law says otherwise.

For EU consumers, goods benefit from the applicable legal guarantee of conformity, which is at least two years from delivery and may be longer under national law. Where required, the customer may choose repair or replacement, subject to impossibility or disproportionate cost. Repair or replacement will be free of charge, including necessary transport, and carried out within the applicable legal period without significant inconvenience. A price reduction or refund is available when the law provides for it, including where a defect is sufficiently serious or a required repair or replacement is not properly completed. French consumers also retain their legal rights concerning hidden defects. These rights apply to made-to-order, sale and final-sale products.

For customers outside the EU, we provide the remedies required by the law that applies to the purchase, including any rights to repair, replacement, refund or reimbursement of reasonable return costs. Store credit is offered as an alternative only if the customer may lawfully choose it; it is not imposed in place of a required remedy. We will tell you how to return or make available a product if inspection or collection is needed.

8. Refused delivery, incorrect address and double recovery

Please provide an accurate delivery address and make reasonable arrangements to receive your order. If a parcel is returned because of an incorrect address or an unjustified refusal or failure to receive delivery, we may charge or deduct reasonable, documented additional costs to the extent permitted by law. This does not limit statutory withdrawal, non-delivery or defect rights. If a refund or store credit has already resolved the same amount, we may provide transaction records to the payment provider to prevent duplicate recovery. Filing a payment dispute does not, by itself, forfeit legal rights.